General information about the inbox and tickets
In the Inbox, all tickets to posts or private messages are collected. A ticket is created as soon as a post is published on Swat.io or a post or private message is imported from a social media platform. It should be noted that different post types are supported depending on the social media platform and private messages cannot be imported from all platforms.
First steps to receive tickets
In order to receive and edit tickets in the Swat.io Inbox, at least one social media channel must be connected to Swat.io.
How to add a new channel is described here.
(UPDATE LINK TO ADD CHANNEL ARTICLES!!!)
How do I get to the Inbox?
You can always access the inbox of a workspace by clicking on "Inbox" of the respective workspace on the dashboard or the inbox of the currently selected workspace by clicking on Inbox in the navigation bar on the left:
General structure of the Inbox
1. Ticket status
Here you can choose between different filters.
New: All open, unassigned tickets are listed here.
Starred: All marked tickets, whether archived or open, can be found here.
Assigned to me: Open tickets assigned to you are listed here.
Assigned to others: Open tickets assigned to other team members.
Archive: All archived tickets can be found here.
2. Channel list
Here you can select and deselect individual channels. If you click on the name of the channel, only this channel will be selected, otherwise you can select and deselect individual channels with the help of the checkbox.
If you click on the checkbox next to the "Channels" heading, all channels will be selected.
3. Monitoring channel list
The same applies to this list as to the channel list: Monitoring channels can be selected and deselected. It is also possible to show all monitoring channels together.
4. Menu bar
For almost all actions from the action bar, at least one ticket must be marked beforehand. The only exceptions are the checkbox, which marks 50 tickets at once, and the refresh button, which reloads the inbox.
Assign to: Assign all selected tickets to one person.
Tags: Choose from existing tags or create a new tag and assign it to the selected tickets.
Star: Mark important tickets so that you don't lose sight of them. These tickets will then be listed with the ticket status "Marked", regardless of whether they are archived or not.
Mute: Ignored tickets will not be reopened for new comments and will remain in the archive, also no notification about new comments in these tickets will be displayed/sent.
Archive: Archives all selected tickets.
Export: Export tickets by selectable time period or filtered by tags.
Sort: Show newest or oldest tickets first.
Filter: Show all, only public or only private message tickets.
Search: Search by content, ticket ID, tag or user.
5. Ticket list
Structure of a ticket in the ticket list:
Checkbox: To quickly select multiple posts.
Star: To be able to quickly mark a ticket with a star.
Type & Author: The icon indicates the type of ticket, next to it is the name of the channel or the person who created the post. The associated profile picture can also be seen.
Message: Represents a section of the content of the ticket.
Ticket-ID: By means of the ticket ID, you can quickly find a specific ticket again. The ticket ID is unique across all channels of a workspace.
Number of comments: Indicates how many comments are in this ticket. If there are unread comments in the ticket, their number is displayed in blue next to the total number of comments.
Channel: Indicates which channel the ticket refers to.
Assigned to: If a ticket is assigned, the profile picture of the team member assigned on Swat.io will be displayed here.
Date: Creation time of the ticket.
If you have any further questions, don't hesitate to contact our support team either via chat or via firstname.lastname@example.org!